Systems and methods for smart diagnoses and triage of failures with identity continuity

ABSTRACT

Systems and methods for smart diagnoses and triage of failures with identity continuity. In some embodiments, an Information Handling System (IHS) includes a processor and a memory coupled to the processor, the memory having program instructions stored thereon that, upon execution by the processor, cause the IHS to: execute a Power-On Self Test (POST) routine; in response to a determination that the POST routine has failed, execute a firmware-based diagnostics routine; in response to a determination that the firmware-based diagnostics routine has failed, execute, via a service Operating System (OS), a service OS-based diagnostics routine configured to identify whether the firmware-based diagnostics failure is due to a hardware or software fault; and in response to the service OS-based diagnostics routine identifying a hardware fault or failing to remediate a software fault, obtain a user&#39;s account information and report the hardware fault or the software remediation failure.

FIELD

This disclosure relates generally to computer systems, and morespecifically, to systems and methods for smart diagnoses and triage offailures with identity continuity.

BACKGROUND

As the value and use of information continues to increase, individualsand businesses seek additional ways to process and store information.One option is an Information Handling System (IHS). An IHS generallyprocesses, compiles, stores, and/or communicates information or data forbusiness, personal, or other purposes. Because technology andinformation handling needs and requirements may vary between differentapplications, IHSs may also vary regarding what information is handled,how the information is handled, how much information is processed,stored, or communicated, and how quickly and efficiently the informationmay be processed, stored, or communicated. The variations in IHSs allowfor IHSs to be general or configured for a specific user or specific usesuch as financial transaction processing, airline reservations,enterprise data storage, global communications, etc. In addition, IHSsmay include a variety of hardware and software components that may beconfigured to process, store, and communicate information and mayinclude one or more computer systems, data storage systems, andnetworking systems.

In many situations, an IHS may need to be serviced or supported. Forexample, the IHS may have hardware and/or software that needs to befixed, updated, removed, installed, or replaced from time to time. Toaddress these, and other problems, certain systems and methods describedherein may enable a computer manufacturer or service provider to allowcustomers to have access to automated, simplified support actions oroperations, for example, even when an IHS is not otherwise able to bootto its main Operating System (OS) or has other serious hardware orsoftware failures.

SUMMARY

Embodiments of systems and methods for providing smart diagnoses andtriage of failures with identity continuity are described herein. In anillustrative, non-limiting embodiment, an Information Handling System(IHS) may include a processor and a memory coupled to the processor, thememory having program instructions stored thereon that, upon executionby the processor, cause the IHS to: execute a Power-On Self Test (POST)routine; in response to a determination that the POST routine hasfailed, execute a firmware-based diagnostics routine; in response to adetermination that the firmware-based diagnostics routine has failed,execute, via a service Operating System (OS), a service OS-baseddiagnostics routine configured to identify whether the firmware-baseddiagnostics failure is due to a hardware or software fault; and inresponse to the service OS-based diagnostics routine identifying ahardware fault, or in response to the service OS-based diagnosticsroutine failing to remediate a software fault, obtain a user's accountinformation and report the hardware fault or the software remediationfailure to a technical support service.

The program instructions may further cause the IHS to provide a failurecode resulting from the POST routine failure to the firmware-baseddiagnostic routine. Additionally or alternatively, the programinstructions may further cause the IHS to store results of the POSTroutine in a Non-Volatile Memory (NVM).

In some cases, the firmware-based diagnostics routine may be configuredto access the results of the POST routine stored in the NVM using amailbox access service. The mailbox access service may be provided via aBasic I/O System (BIOS)/Unified Extensible Firmware Interface (UEFI)module. Also, the firmware-based diagnostics routine may be configuredto use the results of the POST routine stored in the NVM to reduce anumber of diagnostic operations that would otherwise be performed duringthe firmware-based diagnostics routine.

In some implementations, the program instructions may further cause theIHS to store results of the firmware-based diagnostics routine in theNVM. The service OS-based diagnostics routine may be configured toaccess the results of the firmware-based diagnostics routine stored inthe NVM using the mailbox access service provided via the BIOS/UEFImodule. For example, the service OS-based diagnostics routine may beconfigured to use the results of the firmware-based diagnostics routinestored in the NVM to reduce a number of diagnostic operations that wouldotherwise be performed during the service OS-based diagnostics routine.

The program instructions may further cause the IHS to store results ofthe service OS-based diagnostics routine in the NVM. The programinstructions may further cause the IHS to obtain the user's accountinformation from the NVM. The user's account information may be obtainedusing a combination of a main OS user credential hash and a servicetoken stored by a mailbox access service provided via the BIOS/UEFImodule.

In another illustrative, non-limiting embodiment, a computer-implementedmethod may include executing a POST routine; in response to adetermination that the POST routine has failed, executing afirmware-based diagnostics routine; in response to a determination thatthe firmware-based diagnostics routine has failed, executing, via aservice OS, a service OS-based diagnostics routine configured toidentify whether the firmware-based diagnostics failure is due to ahardware or software fault; and in response to the service OS-baseddiagnostics routine identifying a hardware fault, or in response to theservice OS-based diagnostics routine failing to remediate a softwarefault, obtaining a user's account information and report the hardwarefault or the software remediation failure to a technical supportservice.

In yet another illustrative, non-limiting embodiment, a memory devicemay have program instructions stored thereon that, upon execution by anIHS, cause the IHS to: execute a POST routine; in response to adetermination that the POST routine has failed, execute a firmware-baseddiagnostics routine; in response to a determination that thefirmware-based diagnostics routine has failed, execute, via a serviceOS, a service OS-based diagnostics routine configured to identifywhether the firmware-based diagnostics failure is due to a hardware orsoftware fault; and in response to the service OS-based diagnosticsroutine identifying a hardware fault, or in response to the serviceOS-based diagnostics routine failing to remediate a software fault,obtain a user's account information and report the hardware fault or thesoftware remediation failure to a technical support service.

In some embodiments, one or more of the techniques described herein maybe performed, at least in part, by an IHS operated by a user. In otherembodiments, these techniques may be performed by an IHS having aprocessor and a memory coupled to the processor, the memory includingprogram instructions stored thereon that, upon execution by theprocessor, cause the IHS to execute one or more operations. In yet otherembodiments, a non-transitory computer-readable medium or memory devicemay have program instructions stored thereon that, upon execution by anIHS, cause the IHS to execute one or more of the techniques describedherein.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention(s) is/are illustrated by way of example and is/arenot limited by the accompanying figures, in which like referencesindicate similar elements. Elements in the figures are illustrated forsimplicity and clarity, and have not necessarily been drawn to scale.

FIG. 1 is a diagram illustrating an example of an environment wheresystems and methods for providing service and support to computingdevices may be implemented according to some embodiments.

FIG. 2 is a block diagram of an example of an Information HandlingSystem (IHS) according to some embodiments.

FIG. 3 is a block diagram of an example of a Basic I/O System (BIOS)module according to some embodiments.

FIG. 4 is a flowchart of an example of a method for providing serviceand support in a computing device according to some embodiments.

FIG. 5 is a flowchart of an example of a method for providing backendservices and support to a computing device according to someembodiments.

FIG. 6 is a flowchart of an example of a method for providing smartdiagnoses and triage of failures with identity continuity according tosome embodiments.

FIG. 7 is a diagram of an example of a system configured to store healthdata at each stage of diagnostic according to some embodiments.

FIG. 8 is a diagram of an example of a system configured to switchbetween different Operating Systems (OSs) according to some embodiments.

FIG. 9 is a flowchart of an example of a login process involving aNon-Volatile Memory (NVM) mailbox according to some embodiments.

DETAILED DESCRIPTION

To facilitate explanation of the various systems and methods discussedherein, the following description has been split into sections. Itshould be noted, however, that the various sections, headings, andsubheadings used herein are for organizational purposes only, and arenot meant to limit or otherwise modify the scope of the description orthe claims.

A. Overview

The inventors hereof have recognized a need for providing systems andmethods for service and support to computing devices. Existing toolsintended to facilitate service and/or support of a client device orInformation Handling System (IHS) do not adequately address numerousproblems, such as, for example, situations when the IHS fails to boot amain Operating System (OS) for any reason, whether due to a hardware ofsoftware problem, such that the IHS is said to be in a “degraded state.”To address these and other concerns, embodiments described hereinprovide Basic I/O System (BIOS) and/or service OS-level intelligence toenable a client device to self-diagnose and to receive automated serviceand support. Additionally or alternatively, in some embodiments, themain OS may be modified to implement one of more of the foregoingfeatures.

The term “degraded state,” as used herein, refers to the state of an IHSthat is not capable of booting a main OS (e.g., WINDOWS®, MAC OS®,LINUX®, etc.), either fully or partially (e.g., in WINDOWS®'s “safemode” or the like). When operating in a degraded state, the IHS maystill be able to execute BIOS instructions and/or a “service OS” (SOS).

The term “BIOS,” as used herein, refers to a type of firmware usedduring an IHS's booting process (e.g., power-on, or reset). The BIOSinitializes and tests an IHS' hardware components, and loads a bootloader or an OS from a memory device. The BIOS additionally provides anabstraction layer for the hardware which enables software executed bythe IHS to interact with certain I/O devices such as keyboards,displays, etc. Incidentally, the Unified Extensible Firmware Interface(UEFI) was designed as a successor to BIOS to address certain technicalissues. As a result, modern IHSs predominantly use UEFI firmware and theterm “BIOS,” as used herein, is intended also encompass UEFI firmwareand future variations thereof.

The term “service OS,” as used herein, refers to one or more programinstructions or scripts distinct from an IHS's “main OS” such that, uponexecution by an IHS (e.g., upon failure by the IHS to load the main OS),enable one or more support, diagnostics, or remediation operations to beperformed independently of the state of the main OS. The service OS mayinclude one or more service and support applications, as described inmore detail below. In some cases, an SOS may be stored in a recoverypartition of a hard drive. Additionally or alternatively, an SOS may bestored in a Non-Volatile Memory (NVM) or flash memory built into theclient system. Additionally or alternatively, the SOS may be stored in aremote location so as to allow an IHS to boot remotely “from the cloud.”

In some embodiments, service capabilities may be invoked either“pre-boot” or “pre-OS.” Pre-boot capabilities may be built into theBIOS/UEFI, and pre-OS capabilities may be provided by a service OS. Forexample, pre-boot services may include using enhanced BIOS diagnosticstools to detect hardware failure, providing a Quick Response (QR) codeto simplify access to support services, etc. Meanwhile, pre-OS servicesmay include enabling a service OS to provide customer automatedassistance, using built-in remediation scripts to help diagnose andremediate the device, improve support efficiency using live chat, remotecontrol support, etc. In some implementations, pre-boot services may befocused on “no-boot” scenarios, whereas pre-OS services may be focusedon operations such as remediation, boot from web, re-imaging from web,etc.

As will be understood by a person of ordinary skill in the art in lightof this disclosure, virtually any IHS environment that requires serviceor support may implement one or more aspects of the systems and methodsdescribed herein. Furthermore, certain aspects of the connected systemsdescribed herein may be implemented by computer manufacturers, softwareproviders, and/or service or support companies.

B. Service and Support Architecture

Turning now to FIG. 1, a diagram illustrating an example of anenvironment where systems and methods for providing service and supportto computing devices may be implemented is depicted according to someembodiments. As shown, each of any number of client devices 102A-N maybe an IHS or other computing device (generically referred to as “IHS102,” “client 102,” “client device 102,” or “device 102”) including, forexample, desktops, laptops, tablets, smartphones, and any otherall-in-one (AIO) data processing device. In some situations, devices 102may be located in geographically distributed or remote locations, suchas offices, homes, etc. Each device 102 may be operated by an individualend-consumer (e.g., lay person) or customer of a computer manufactureror software provider, for instance. In some cases, two or more of clientdevices 102A-N may be deployed within or managed by the sameorganization (e.g., a business).

Tools intended to facilitate service and/or support of client devices102 include service technicians 103, live support operators 104, and/orbackend service 105. Service technicians 103 include trained employeesor contractors that can travel to the site of device 102 or that canreceive the physical device 102 (e.g., at a retail store, by mail, etc.)or part(s) thereof in order to make repairs, for example. Live supportoperator(s) 104 may be available, for instance, when device 102 failsbut it is sufficiently operational that it can still connect the user tooperator(s) 104 via chat, email, text messages, Voice-Over-InternetProtocol (VoIP) call, etc. Additionally or alternatively, the user ofclient device 102 may place a conventional phone call to live supportoperator(s) 104 (e.g., using a 1-800 number or the like). In some cases,live support operator(s) 104 may interactively guide the user in aneffort to correct problems with client device 102 (e.g.,troubleshooting).

Backend service 105 may include one or more servers and/or IHSsconfigured to perform one or more automated operations with respect todevice 102. In various implementations, backend service 105 may beconfigured to communicate with a service OS prior to and/orindependently of IHS 102 being able to boot a main OS, and it may enableone or more support, diagnostics, or remediation operations to beperformed remotely including, but not limited to, telemetry, errorreporting, tracking, chat, etc.

Entities 102-105 may have access to network 101. In various embodiments,telecommunications network 101 may include one or more wirelessnetworks, circuit-switched networks, packet-switched networks, or anycombination thereof to enable communications between two or more ofIHSs. For example, network 101 may include a Public Switched TelephoneNetwork (PSTN), one or more cellular networks (e.g., third generation(3G), fourth generation (4G), or Long Term Evolution (LTE) wirelessnetworks), satellite networks, computer or data networks (e.g., wirelessnetworks, Wide Area Networks (WANs), metropolitan area networks (MANs),Local Area Networks (LANs), Virtual Private Networks (VPN), theInternet, etc.), or the like.

For purposes of this disclosure, an IHS may include any instrumentalityor aggregate of instrumentalities operable to compute, calculate,determine, classify, process, transmit, receive, retrieve, originate,switch, store, display, communicate, manifest, detect, record,reproduce, handle, or utilize any form of information, intelligence, ordata for business, scientific, control, or other purposes. For example,an IHS may be a personal computer (e.g., desktop or laptop), tabletcomputer, mobile device (e.g., Personal Digital Assistant (PDA) or smartphone), server (e.g., blade server or rack server), a network storagedevice, or any other suitable device and may vary in size, shape,performance, functionality, and price. An IHS may include Random AccessMemory (RAM), one or more processing resources such as a CentralProcessing Unit (CPU) or hardware or software control logic, Read-OnlyMemory (ROM), and/or other types of NVMs.

Additional components of an IHS may include one or more disk drives, oneor more network ports for communicating with external devices as well asvarious I/O devices, such as a keyboard, a mouse, touchscreen, and/or avideo display. An IHS may also include one or more buses operable totransmit communications between the various hardware components.

FIG. 2 is a block diagram of an example of an IHS. In some embodiments,IHS 200 may be used to implement any of computer systems or devices102A-N and/or 105. As shown, IHS 200 includes one or more CPUs 201. Invarious embodiments, IHS 200 may be a single-processor system includingone CPU 201, or a multi-processor system including two or more CPUs 201(e.g., two, four, eight, or any other suitable number). CPU(s) 201 mayinclude any processor capable of executing program instructions. Forexample, in various embodiments, CPU(s) 201 may be general-purpose orembedded processors implementing any of a variety of Instruction SetArchitectures (ISAs), such as the x86, POWERPC®, ARM®, SPARC®, or MIPS®ISAs, or any other suitable ISA. In multi-processor systems, each ofCPU(s) 201 may commonly, but not necessarily, implement the same ISA.

CPU(s) 201 are coupled to northbridge controller or chipset 201 viafront-side bus 203. Northbridge controller 202 may be configured tocoordinate I/O traffic between CPU(s) 201 and other components. Forexample, in this particular implementation, northbridge controller 202is coupled to graphics device(s) 204 (e.g., one or more video cards oradaptors) via graphics bus 205 (e.g., an Accelerated Graphics Port orAGP bus, a Peripheral Component Interconnect or PCI bus, or the like).Northbridge controller 202 is also coupled to system memory 206 viamemory bus 207, and to hard disk drive (HDD) 218. Memory 206 may beconfigured to store program instructions and/or data accessible byCPU(s) 201. In various embodiments, memory 206 may be implemented usingany suitable memory technology, such as static RAM (SRAM), synchronousdynamic RAM (SDRAM), nonvolatile/Flash-type memory, or any other type ofmemory. Conversely, HDD 218 may include any magnetic, solid-state (SSD),or hybrid data storage device capable of storing an OS and otherapplications.

Northbridge controller 202 is coupled to southbridge controller orchipset 208 via internal bus 209. Generally speaking, southbridgecontroller 208 may be configured to handle various of IHS 200's I/Ooperations, and it may provide interfaces such as, for instance,Universal Serial Bus (USB), audio, serial, parallel, Ethernet, or thelike via port(s), pin(s), and/or adapter(s) 216 over bus 217. Forexample, southbridge controller 208 may be configured to allow data tobe exchanged between IHS 200 and other devices, such as other IHSsattached to a network (e.g., network 101). In various embodiments,southbridge controller 208 may support communication via wired orwireless general data networks, such as any suitable type of Ethernetnetwork, for example; via telecommunications/telephony networks such asanalog voice networks or digital fiber communications networks; viastorage area networks such as Fiber Channel SANs; or via any othersuitable type of network and/or protocol.

Southbridge controller 208 may also enable connection to one or morekeyboards, keypads, touch screens, scanning devices, voice or opticalrecognition devices, or any other devices suitable for entering orretrieving data. Multiple I/O devices may be present in IHS 200. In someembodiments, I/O devices may be separate from IHS 200 and may interactwith IHS 200 through a wired or wireless connection. As shown,southbridge controller 208 is further coupled to one or more PCI devices210 (e.g., modems, network cards, sound cards, or video cards) and toone or more SCSI controllers 214 via parallel bus 211.

Southbridge controller 208 is also coupled to BIOS/UEFI module 212 andto Super I/O Controller 213 via Low Pin Count (LPC) bus 215. BIOS/UEFImodule 212 includes non-volatile memory having program instructionsstored thereon. Those instructions may be usable by CPU(s) 201 toinitialize and test other hardware components and/or to load an OS ontoIHS 200. Super I/O Controller 213 combines interfaces for a variety oflower bandwidth or low data rate devices. Those devices may include, forexample, floppy disks, parallel ports, keyboard and mouse, temperaturesensor and fan speed monitoring/control, among others. In variousimplementations, southbridge controller 208 may be configured to allowdata to be exchanged between BIOS/UEFI 212 and another IHS attached tonetwork 101 (e.g., a remote server or other source of technical service)using wired or wireless capabilities of network adapter 216.

In some cases, IHS 200 may be configured to provide access to differenttypes of computer-accessible media separate from memory 206. Generallyspeaking, a computer-accessible medium may include any tangible,non-transitory storage media or memory media such as electronic,magnetic, or optical media—e.g., magnetic disk, a hard drive, aCD/DVD-ROM, a Flash memory, etc. coupled to IHS 200 via northbridgecontroller 202 and/or southbridge controller 208.

The terms “tangible” and “non-transitory,” as used herein, are intendedto describe a computer-readable storage medium (or “memory”) excludingpropagating electromagnetic signals; but are not intended to otherwiselimit the type of physical computer-readable storage device that isencompassed by the phrase computer-readable medium or memory. Forinstance, the terms “non-transitory computer readable medium” or“tangible memory” are intended to encompass types of storage devicesthat do not necessarily store information permanently, including, forexample, RAM. Program instructions and data stored on a tangiblecomputer-accessible storage medium in non-transitory form may afterwardsbe transmitted by transmission media or signals such as electrical,electromagnetic, or digital signals, which may be conveyed via acommunication medium such as a network and/or a wireless link.

A person of ordinary skill in the art will appreciate that IHS 200 ismerely illustrative and is not intended to limit the scope of thedisclosure described herein. In particular, any computer system and/ordevice may include any combination of hardware or software capable ofperforming certain operations described herein. In addition, theoperations performed by the illustrated components may, in someembodiments, be performed by fewer components or distributed acrossadditional components. Similarly, in other embodiments, the operationsof some of the illustrated components may not be performed and/or otheradditional operations may be available.

For example, in some implementations, northbridge controller 202 may becombined with southbridge controller 208, and/or be at least partiallyincorporated into CPU(s) 201. In other implementations, one or more ofthe devices or components shown in FIG. 2 may be absent, or one or moreother components may be added. Accordingly, systems and methodsdescribed herein may be implemented or executed with other IHSconfigurations.

As mentioned above, in various embodiments certain service capabilitiesmay be built, at least in part, into a client device 102's BIOS/UEFI212. In that regard, FIG. 3 shows block diagram of an example ofBIOS/UEFI module 212. Particularly, BIOS/UEFI 212 includes NVM mailbox301 configured to store program instructions that, upon execution,provide and/or receive one or more service and support parameters orinformation 302 to or from control logic 303 of CPU(s) 201 to implementone or more service and support applications described in detail below.In some cases NVM mailbox 301 may serve as a “mailbox” to track issuesand other information persistently. As noted above, however, at least apart of the aforementioned service capabilities may be provided via aservice OS that is stored at least in part within a designated apartition of HDD 318, and/or on a remote IHS accessible to BIOS/UEFI 212via network 101.

C. Service and Support Applications

In some embodiments, a variety of service and support applications maybe at least partially embedded into BIOS/UEFI module 212 and/or NVMmailbox 301, as described below.

-   -   i. Automated Hardware Client Device Service and Support

Systems and methods described herein may include a service and supportapplication configured to provide automated services. In someembodiments, client device BIOS level intelligence may be provided toexecute self-diagnosis and to assist in automated services. Servicecapabilities are built into client device BIOS diagnostics pre-boot,service OS on disk, or boot from cloud. Moreover, these capabilities maybe integrated with a services backend for automated client device errorreporting, tracking, chat, remediation, etc.

In some embodiments, an automated diagnostics procedure of an automatedservice and support application may include performing a BIOSdiagnostics to discriminate hardware from software issues (e.g., brokenHDD or corrupt OS). Then, BIOS/UEFI 212's NVM mailbox 301 may be used totrack issues persistently from BIOS, pre-OS, OS, and/or backend sources.

Upon detection of a failure, a determination may be made as to theseverity of that failure (e.g., whether the failure is severe, such asin a no-video situation, a no-network scenario, etc., or whether it is asimple failure, such as an OS problem), and remedial action(s) may thenbe taken by the automated service and support application as deemedappropriate. For example, if a network is not available, a QuickResponse (QR) code or audio may be used to provide diagnostic failureand device identification information. Conversely, if the network isavailable, the automated service and support application may activate a“phone home” capability upon detection of a failure, and it may boot theclient device to a service OS.

In that scenario, the client device may connect directly with a backendservice Application Programming Interface (API) to initiate a warrantycheck (e.g., via hardware service tag as hardware ID), generate aservice case, update debug data, initiate recovery or remediationoperations, etc. In some cases, the automated service and supportapplication may trigger an automatic dispatch of customer replaceableunits (CRUs), parts, or components within the client device.

At the “point of need,” which often coincides with the “point offailure,” the automated service and support application may make serviceoffers based on failure diagnoses. For example, such service offers mayinclude an out of warranty upsell, warranty upgrade, additional serviceoffers (e.g., HDD recovery for dead drive upsell), warranty carry incapability (e.g., report closest repair facilities for carry inservice), etc.

Moreover, with respect to recovery and remediation, the automatedservice and support application may provide remote control, remotescripting/diagnostics, live customer support, backup, re-imaging and OSre-install via local factory image or via web, and the like.

-   -   ii. No-Video Support

Systems and methods described herein may include a service and supportapplication configured to provide technical support in no-videosituations, which are otherwise difficult to troubleshoot. In manycases, when client device 102 is not capable of outputting a videosignal, users have no other option but to place a phone call to themanufacturer, because the device itself can provide no help.

To address this, and other concerns, a service and support applicationas described herein may include a audio-only support system, forexample, similar to an automated phone support system or InteractiveVoice Response (IVR), but that is local to client device 102 and capableof running in a pre-OS or pre-Boot environment. While a customer isinteracting with the service and support application, client device 102can run a diagnostics procedure. When appropriate, the service andsupport application may handoff the local automated audio support toonline voice support from the IHS manufacturer. If network 101 isunavailable, client device 102 may prompt the user to connect directlyto a nearby device distinct from client device 102 to perform one ormore of these operations.

In some embodiments, the service and support application may includepre-OS availability of audio-based troubleshooting, offline audiosupport concurrent with diagnostics, and/or merging or handover betweenoffline and online audio support. The service and support applicationmay also prompt the user to make peer-to-peer (P2P) connection to anearby device, readout codes for diagnosis/dispatch verification, and/orprompt the user to add or insert external storage to which to outputdiagnostic results.

-   -   iii. Mayday Beacon

Systems and methods described herein may include a service and supportapplication configured to provide an automated and authenticated maydaybeacon, with a cost-effective 1-to-1 support for verified client device102's failures.

When client device 102 experiences a fault or hang before its main OS ismade available, a wireless signal beacon (e.g., Bluetooth, Wi-Fi, etc.)may be sent (e.g., on a periodic basis) containing verification of thedevice credentials issued at the time of manufacture, details regardingthe fault and a direct link to the manufacturer's support, decision treelocation, and/or whether a premium account is linked. The beacon may beauthenticated directly to a support representative with all failureinformation logged and available. This technique may prevent erroneoussupport calls by verifying the user has actually experienced a failureand authenticating that the proper support level has been funded, whichpromotes a low cost, one-on-one support service.

In some embodiments, the service and support application may beconfigured to broadcast a distress signal with credentials to makeauthenticated jump to a support site provided by backend services 105from a secondary device or infrastructure. A certificate may be issuedfrom the manufacturer containing client device 102's platform, userinformation, and/or service level. Such a certificate and a landing pagefor service may be passed automatically while client device 102 is outof service. Also, the service may be rendered utilizing secondary deviceor infrastructure via authenticated and verified client device 102experiencing failure.

-   -   iv. Network-Based Recovery and Service

Systems and methods described herein may include a service and supportapplication configured to provide network (e.g., Internet) recovery andservice.

When client device 102 fails, it may “phone home” and boot, from backendservices 105, a service OS to provide automated service and support. Aservice and support application in BIOS/UEFI 212 may include, forexample, a boot loader, where to go (e.g., an IP address), bootingproper image for machine, and/or a service application. As such, theservice and support application may provide a smarter BIOS/UEFI 212,smart diagnostics in BIOS/UEFI 212, intelligent boot selection to localdrive or web, and IP-awareness, among other features.

In some implementations, the service OS may be supported on manyplatforms and on many versions of those platforms. For example, a singleplatform (e.g., having a model name or number) may be shipped from themanufacturer with different hardware configurations (e.g., differentCPUs, etc.), thus each combination of platform and version requiringthat different, specific drivers be built into or provided for in theservice OS.

In some embodiments, the service and support application may beconfigured to provide a Unified Extensible Firmware Interface (UEFI)BIOS module with smart diagnostics and IP support intelligently controlsboot to a service OS. Client device 102 connects to backend services 105to get proper and latest service OS for that particular device. Backendservice or server 105 may receive a client manifest, and it maydynamically serve a service OS kernel, drivers, and a serviceapplication to client device 102 for recovery and/or remediation.

-   -   v. Reducing Perception of Wait Times

Systems and methods described herein may include a service and supportapplication configured to improve customer experience while downloadinga recovery OS by reducing the perception of wait time.

When client device 102 has a malfunction, it can boot to an alternate orservice OS. In some cases, the alternate or service OS is downloaded vianetwork 101 before client device 102 is able to boot. The download timeis variable, often nontrivial, and may negatively affect customerperception. To counter this, the service and support application mayestimate the download time of the alternate or service OS and, based onan assessment of the delay, may “pull forward” one or more low-bandwidthactivities and/or options that the customer may need or desire to doanyway (e.g., updating contact information), thus helping save customertime and reducing the perception of delay.

In some embodiments, the service and support application may beconfigured to prioritize lower-bandwidth tasks based on estimated OSload time. Prioritization of activities may be based, for example, upondata about malfunction. As such, the application may enable user inputor interaction while OS is downloading (e.g., updating contactinformation, describing the problem that happened before failure, etc.).The application may also submit a phone number for text alerts whenfailed client device 102 is ready, and it may start a local interactivedebug troubleshooting operation while the OS is being downloaded.

-   -   vi. Identity Continuity in Service of Failed System

Systems and methods described herein may include a service and supportapplication configured to provide identity continuity in the servicingof a failed client device 102.

When client device 102 fails and needs service, a user may need to enterservice credentials on a service web portal provided by backend serviceor server 105, whether accessing the portal directly or via a serviceOS. However, the user may not recall such infrequently-used credentialsat the point of need. By storing both a main OS's user credential hashand a service portal token, a service and support application canauthenticate the user, and then automatically submit the service portaltoken to log user into the service portal without manual entry ofcustomer credentials. This method may also be used to allow access tocustomers Wi-Fi profiles, and other type of data that needs protection.

In some embodiments, the service and support application may beconfigured to use a BIOS's “mailbox” to communicate one or more servicestoken(s) to enable a single-sign-on procedure, while protecting thetoken(s) with user credentials. These, and other techniques, aredescribed in more detail in “Section E” below.

-   -   vii. Smart Diagnosis and Triage of Failures

Systems and methods described herein may include a service and supportapplication configured to perform smart diagnosis and triage of clientdevice failures.

In some cases, the application may provide an automated method ofhardware exoneration, identifying software versus hardware issues withtargeted debug. POST may be used to detect issues during power onsequence, then those results may be used for firmware-based diagnosticsfor next level of hardware diagnostics. Main OS, POST and firmware baseddiagnostic results may be stored on the client device's BIOS's NVM or“mailbox” as device health data. In case client device 102 is not ableto boot its main OS, a service OS may be started and uses health data toeither run even more extensive hardware diagnostics or to run softwarefault detection and remediation test. Cloud connection to client device102's manufacturer or backend service 105 may facilitate the download ofupdated tests, reporting of issues, and initiation of replacement partsdispatch.

In some embodiments, the service and support application may beconfigured to use a BIOS's NVM or “mailbox” to aggregate device healthdata. The application may use firmware and/or a service OS. Each stageof diagnostics may use information from previous diagnostics results totarget more detailed but specific subsequent tests. These, and othertechniques, are described in more detail in “Section E” below.

-   -   viii. Smart Diagnosis Using Hosted Resources

Systems and methods described herein may include a service and supportapplication configured to perform smart diagnosis using hostedresources. When client device 102 cannot boot after repeated attempts,it may begin a process to perform self-evaluation and potentiallyself-repair operations. Because having all executable diagnostics andrepair modules present in the non-bootable system would be costly,operations may involve successively loading software modules from aremote support source 105. But, modules loaded through internet/wirelessnetworks 101 are likely slow to download, and therefore should bereduced or minimized to be tailored exactly as needed for a givenprocess.

To address these, and other problems, in some embodiments a service andsupport application may be configured to upload test results to backendservice 105, which automatically determines a subsequent module to bedownloaded based on client device data and/or historic analysis of otherclient devices. The application may provide a remote boot of diagnosticand repair software modules. Appropriate modules may be selected and/orminimized to the next diagnosis stage in order to facilitate transferover slow communications channels. A service may provide a reverse proxyfor a hosted module to be loaded so that client device 102 may boot froma single Uniform Resource Locator (URL) for each process.

-   -   ix. Adaptive Boot Order

Systems and methods described herein may include a service and supportapplication configured to intelligently alter a boot order to aid inautomated client device diagnosis and repair. When client device 102fails to completely boot, it does not move on to another component, asset in the boot order, if a previously attempted component remainsavailable for boot. Often the process gets stuck trying to boot andrepair the main OS indefinitely. The pre-set boot order remains staticand unaltered.

In some embodiments, by building intelligence into BIOS/UEFI 212 fordetermining a boot order for client device 102, a service and supportapplication may be configured to break out of a failing sequence andload alternative OSs and/or repair and diagnostic modules from variouslocal or remotely available resources selected by their availability,performance, or content. Depending upon the success of each stage,client device 102 may change the boot order again to try another source.A successful repair may lead back to booting the main OS as the primaryboot resource. An alternative or service OS may result as the finalstage if the main OS cannot be made bootable.

In some embodiments, the service and support application may beconfigured to dynamically change a boot order based upon conditions ofclient device 102. The application may also set client device 102 intemporary or “permanent” boot orders based upon the completion stage ofthe diagnosis and repair.

-   -   x. Exporting of Failure and Diagnostic Data

Systems and methods described herein may include a service and supportapplication configured to export failure and diagnostic data from amalfunctioning client device. Client device 102 may sometimesmalfunction such that it cannot provide output or accept input from auser. It may still function at a low level, however, in order to captureits own failure codes and run diagnostics. These codes and diagnosticresults are written to internal storage and are useful for systemremediation, but unfortunately remain captive on the malfunctioningclient device.

To address these, and other problems, a service and support applicationmay create an embedded capability that is triggered by a malfunction,identifies the failure/diagnostics data, and exports the data uponinsertion of an external storage device. The external device may then betaken to a functioning IHS or other client device, which can receive thedata for local analysis and/or upload it for analysis or recordkeeping.

In some embodiments, the service and support application may beconfigured to export the data to an external device having a markerfile. The marker file may be generated by an IHS manufacturer orsoftware provider, and identifies the external device as belonging to anauthorized service technician or other party. As such, a service modemay be provided for malfunction situations in which a user cannotinteract with or extract data from failed client device 102. Normalbehavior that occurs when inserting an external storage device may beoverridden in the service mode, and instead client device 102 may exportrelated failure/debug data to the external device. The service mode maybe independent of the main OS.

-   -   xi. Technician Access to Service Data

Systems and methods described herein may include a service and supportapplication configured to provide technician access to only servicesdata on an encrypted drive. For diagnosis and remediation, client device102 may use services data (e.g., system telemetry, failure anddiagnostics data, services history, etc.). If a system has OS volumeencryption (e.g., BitLocker) and fails over to a service OS, the serviceOS cannot typically access the services data due to encryption. That is,the latest and most valuable services data is trapped.

To address these, and other concerns, service and support applicationmay create a separate services data partition in local storage (e.g.,client device 102's own hard drive), also encrypted for consistency withuser intent. The key for the services data partition may be differentthan the key used for the remainder of the volume encryption, and may bestored by backend service 105 with user permission to allow servicetechnician 103 access in controlled support situations. As such,services data may be kept outside the inaccessible encrypted OSpartition while still protected.

In some embodiments, the service and support application may beconfigured to create a services data partition that is encrypteddifferently (e.g., different key and/or encryption algorithm) thanclient device 102's main OS volume for purposes of services access.Access to the separately encrypted data may be useful to servicesapplications and only visible to an authorized technician. Also, theapplication may provide the ability to pull encryption key from cloudand decrypt service data on device distinct from the client device, forexample, using technician credentials (e.g., when network 101 is notaccessible by client device 102).

-   -   xii. Protecting the Service OS Administrator's Password

Systems and methods described herein may include a service and supportapplication configured to protect the service OS administrator'spassword while allowing technician one-time execution with elevatedprivileges. An initial password for a service OS may be created using aOne-Time Password (OTP) technique and a seed stored on client device102's BIOS/UEFI 212's NVM mailbox 301. The seed and a hardware servicetag may be sent to backend services 105 to provide a mechanism forservice technician 103 or live support operator(s) 104 to run privilegedapplications in the service OS without using a master password. In someembodiments, application of OTP in a support scenario may enable highersecurity for remote management and debug operations. NVM mailbox 301 maybe used for storing initial seed at factory tied to the client hardwareservice tag. A service technician at failure time may generate a code torequest administrator permissions.

-   -   xiii. Automatic Stop and Boot to Service OS

Systems and methods described herein may include a service and supportapplication configured to provide automatic system stop and boot to aservice OS for forensics analysis. In some embodiments, detection ofsuspicious activity for secure systems may result in automated boot toservice OS with automated forensics lockdown and analysis outside thepotentially compromised main OS. The application may combine securityintrusion or behavior capabilities with a service OS to provide newforensics features. For example, detection of intrusion or malware inclient device 102 may initiate lock down mode boot to the service OS.The service OS then connects or phones home to backend services 105report a potential security incident, and initiates data forensicscollection. Client device 102 may maintain a lockdown mode at BIOS levelcontrolled by policy to maintain security of network 101 and data forforensic analysis.

-   -   xiv. Migrating Contents of an Internal Storage Partition

Systems and methods described herein may include a service and supportapplication configured to migrate contents of an internal storagepartition to a replacement storage device.

In some embodiments, data contained on a secondary partition of clientdevice 102's internal drive storage may be migrated from an old orexisting drive to a replacement or upgraded drive by storing it inDynamic RAM (DRAM) while the drive is hot-swapped. If DRAM capacity isinsufficient, overflow may be handled by external storage (e.g., USBdrive), for example. In another embodiment, a Solid State Drive (SSD)portion may instead be a secondary partition on a standard hard drive.As such, an application may migrate a specified drive partition intoDRAM, use external storage for data that exceeds the capacity of DRAM,and/or recognize and provisions replacement storage with contents ofdrive partition.

-   -   xv. Using a Service OS via a Hypervisor

Systems and methods described herein may include a service and supportapplication configured to increase the effectiveness of a service OS byutilizing a custom hypervisor.

A conventional service OS may be configured to run on client device 102only when the main OS is suspended. Such a conventional service OS maynot be able to effectively monitor real-time events in the main OS asthey occur. For example, a conventional service OS may only be able toexamine the state of the primary disk, data, etc. using residual datacollected by the main OS when the main OS was running. To address these,and other concerns, a service OS as described herein may run in ahypervisor (in a first tier next to the main OS, or in a second tier),and the hypervisor may allow the service OS full access to the resourcesof the primary OS. Accordingly, dynamic state of the primary OS may bemonitored either constantly or periodically and actions and reports mayoccur immediately (a “watchdog” OS).

In some embodiments, a hypervisor environment may provide a service OSof client device 102 with full access to the resources of the main OS(but not necessarily vice-versa, for example, to keep the main OS frombeing corrupted). The service OS may run as a peer of the primary OS.The peer, service OS may be configured to monitor for process, memory,disk and other resources of the main OS, and may be allowed to alterthem as required.

D. Methods for Providing Client Device Service and/or Support

FIG. 4 is a flowchart of a method for providing service and support in acomputing device. In some embodiments, method 400 may be performed, atleast in part, by BIOS/UEFI 212 and/or CPU(s) 201 of client device 102,for example, when client device 102 is operating in degraded state(e.g., no video, hard drive fault, etc.).

At block 401, method 400 includes attempting to boot client device 102.For example, block 401 may be executed in response to a power-on orreset event. Block 402 determines whether a Power-On-Self-Test (POST)procedure has been successfully performed upon client device 102 byBIOS/UEFI 212. If so, then block 404 determines whether a main OS hasbeen successfully booted. In some cases, a successful boot of the mainOS may include a complete success; in other cases, however, a“successful” boot may include cases where the main OS is booted in safemode, or the like, with less than all of its functionality available toa user. If block 404 detects successful boot of the main OS, thencontrol of client device 102 is passed to the main OS at block 406, andthe method ends. In that case, support and/or service issues may behandled by the main OS.

Conversely, if the POST operation fails at block 402, service andsupport may be provided in a pre-boot environment at block 403. Examplesof service and support procedures available to client device 102 in sucha scenario include, but is not limited to, detecting networkavailability, use of QR codes or the like (with or without networkconnections), collection and transmission of telemetry data and/or eventlogs, alerts and indications of failures, and procedures for dealingwith no-video scenarios, as outlined above.

If the main OS fails to boot at block 404, block 405 then determineswhether a service OS can be booted. In some cases, the service OS may beinitiated from a memory local to the client device. For example, theservice OS may be stored in NVRAM or in a designated partition of HDD218. Alternatively, the service OS may be loaded from a backend service105 over network 101 (e.g., cloud boot). If the service OS is notcapable of being booted at block 405, then service and support may againbe provisioned within the pre-boot environment at block 403. Otherwise,service and support operations may be provided in a pre-OS environmentat block 407, before method 400 ends.

In various implementations, BIOS/UEFI 212 may be configured to use a“boot strike count” as part of a failure detection procedure. That is,the number of unsuccessful main OS and/or service OS boot attempts maybe kept by BIOS/UEFI 212, and that information may be used by one ormore of the aforementioned service and support operations in subsequentboot attempts.

As noted above, in some cases, service and support may be provided to acomputer device such as client device 102 by backend services 105 vianetwork 101. In that regard, FIG. 5 is a flowchart of a method forproviding backend services and support to a computing device. In someembodiments, method 500 may be performed, at least in part, by BIOS/UEFI212 and/or CPU(s) 201 of client device 102 in cooperation with backendservices 105, for example, when client device 102 is operating indegraded state (e.g., no video, hard drive fault, etc.), either inpre-boot environment 402 or pre-OS environment 407 of FIG. 4.

At block 501, method 500 includes determining whether access to network101 is available to client device 102. If not, then service and supportoperations may be provided as local remediation operations (e.g., QRcode services, etc.) at block 502. If there is network access, however,block 503 includes client device 102 “phoning home” to reach backendservices 105, which in turn may perform one or more checks. Examples ofsuch checks include, but are not limited to, warranty and serviceentitlement checks performed using the client device 102's service tagor other identifying information such as the customer account token.

At block 504, method 500 includes uploading client device telemetryand/or debug data to backend services 105. For example, the telemetryand/or debug data may be used by backend service 105 to iterativelyimprove diagnostics and fault isolation. Then, at block 505, method 500includes any number of remote remediation and service operationsperformed by backend services 105. Examples of such operations include,but are not limited to, auto dispatch for CRUs, point of need services(such as warranty upsells, warranty upgrades, service offers, etc.), andHDD recovery (with optional reporting of closest location, office, orstore available for carry-in service by the user). Other operations mayinclude remote control of one or more components of client device 102,chat support, backup, re-imaging, OS re-install via local factory imageor cloud, etc.

E. Smart Diagnoses and Triage of Failures with Identity Continuity

Traditionally, when a user's client device 102 fails, the user callstechnical support (e.g., live support operators 104) for assistance.During the call, technical support personnel will often “manually” walkthe user through each node of a call tree, which involves asking theuser to run different diagnostic tools provided by BIOS/UEFI 212, otherfirmware diagnostics, and/or certain OS tools. The inventors hereof haverecognized, however, that these procedures are inefficient and takequite a bit of time to execute, potentially in multiple environments. Inaddition, customer and machine identities (e.g., customer number, IHSserial number or service tag, etc.) must be manually provided as part ofthe call.

To address these, and other problems, systems and methods describedherein may automatically and efficiently diagnose system failures,attempt to repair software issues, and generate trouble tickets forhardware issues with reduced or minimum user intervention. Also toalleviate users from having to remember their user account and passwordfor support service, which most customers will rarely use and likelyforget, user account information is stored in NVM mailbox. In order toprotect this information, as well as user data, the Windows credentialhash is also stored in NVM mailbox. In some implementations, a user maybe required to correctly enter the Windows credentials to access thisfeature.

Turning to FIG. 6, a flowchart of an example of method 600 for providingsmart diagnoses and triage of failures with identity continuity isdepicted. In some embodiments, method 600 may be performed, at least inpart, by client device 102 (e.g., implemented as IHS 200). At block 601,after powering on, client device 102 is subjected to a Power-On SelfTest (POST) routine. At block 602, method 600 determines whether thePOST routine succeeded. If so, method 600 boots a main OS at block 603.Then, if the booting of the main OS succeeds at block 604, method 600ends.

Conversely, if IHS 200 does not pass the POST routine at block 602, thenfirmware-based diagnostic routines may be initiated at block 605, forexample, under control of BIOS/UEFI 212. Similarly, if the main OSbooting procedure of block 603 does not succeed at block 604, block 605may also initiate firmware-based diagnostic routine(s).

In some cases, results of the POST routine (e.g., one or more failurecodes) may be stored in an NVM such as, for example, SVRAM. Thefirmware-based diagnostics routine of block 605 may be configured toaccess the results of the POST routine stored in the SVRAM using amailbox access service or the like. For example, the mailbox accessservice may be provided via BIOS/UEFI 212. Moreover, the firmware-baseddiagnostic routines of block 605 may be configured to use the results ofthe POST routine to reduce a number of diagnostic operations that wouldotherwise be performed during the firmware-based diagnostics routine,for example, by targeting tests to the specific problems found by thePOST routine of block 601. If the firmware-based diagnostic routines isinvoked due to OS boot failure, it can target testing of boot disk driveto help differentiate hardware versus software-based issues.

After the firmware-based diagnostic routines are complete, IHS 200 mayboot a service OS at block 606. Service OS of block 606 may beconfigured to perform a service OS-based diagnostics routine. Similarlyas before, the service OS-based diagnostics routine may be configured toaccess the results of the firmware-based diagnostics routine stored inthe SVRAM using the mailbox access service. Again, the mailbox accessservice may be provided via BIOS/UEFI 212. Moreover, the serviceOS-based diagnostics routine of block 606 may be configured to use theresults of the firmware-based diagnostics routine of block 605 to reducea number of diagnostic operations that would otherwise be performedduring the service OS-based diagnostics routine, for example, bytargeting tests to the specific problems found by the firmware-baseddiagnostics routine.

Block 607 determines whether one or more faults identified by theservice OS-based diagnostics routine are hardware or software basedfaults. Examples of hardware faults include, but are not limited to, baddisk, faulty DRAM, bad connections to DRAM and other socketedcomponents, etc. Conversely, examples of software faults include diskblock corruptions (partition table, boot loader, file system, systemfiles) due to software error or malware, device driver defects or thelike.

In some implementations, POST operations of block 602 may includeinitialization and cursory testing of processors, DRAM, variouscontrollers including graphics, disk drive and USB and connected devices(such as keyboard, mouse) needed to boot the OS. Firmware baseddiagnostics of block 605 perform hardware testing of major componentsneeded to boot the OS, but may exclude otherwise boot essentialcomponent tests in order to preserve non-volatile storage. Meanwhile,the service OS-based diagnostics of block 606 may include all hardwarecomponents in addition to boot-essential hardware. Moreover, theseservice OS-based diagnostics may also also be interactive by takingadvantage of enhanced graphics capabilities and application frameworkavailable to the service OS.

If block 607 identifies a software fault, block 608 may initiate asoftware remediation process locally or remotely, for example, byphoning home to backend services 105 or live support operators 104. Ifthe software remediation process of block 608 is determined to besuccessful at block 609, method 600 boots a main OS and/or ends.

On the other hand, if block 607 identifies a hardware fault and/or ifthe software remediation process of block 608 is unsuccessful, block 601obtains user account information, for example, stored in the NVM, andreports the issue to technical support personnel at block 611, before itends. For example, if the failure was due to hardware, the service OSmay use the customer account credential stored in an NVRAM mailbox tolog into a technical support service in the cloud, report the issue,and/or open a trouble ticket.

The support technician may be provided with all the information fromPOST error to most recent remediation tool results, and based on otherhistorical information from client device 102, may perform advanceddiagnostic or remediation task(s) to determine the disposition of thecase, which may include re-imaging or replacing client device 102.

FIG. 7 is a diagram of an example of system 700 configured to storehealth data at each stage of diagnostics. In some embodiments, method700 may be performed, at least in part, by client device 102. Main OS702, upon detection of a problem (e.g., fault, attack, or other issue),saves crash information (“crash dump”) in NVM 701.

POST 703 is configured to store its results in NVM 701. Also,firmware-based diagnostics 704 is configured to store its results in NVM701. Similarly, service-OS based diagnostics 704 is configured to storeits results in NVM 701. As previously noted, service OS 705 maycommunicate with backend services 105 to continue providing supportservices.

Accordingly, system 700 enables NVRAM to be used to store system healthdata, and each stage of diagnostic can take advantage of the resultsfrom previous stage(s) to perform targeted tasks in order to reduce thetime to fix the issue.

FIG. 8 is a diagram of an example of system 800 configured to switchbetween different OSs according to some embodiments. Particularly, mainOS 801 and alternate OS 802 (e.g., a service OS) may access NVRAMmailbox 301 via BIOS/UEFI 212. In some implementations, NVRAM mailbox301 may be used to store both a main OS user credential hash and serviceaccount access token, so that service OS can automatically log into thesupport cloud service to report issues without having to communicatewith the main OS. In some embodiments, NVRAM mailbox 301 may also beused to store selected OS-based alerts, such as crash dumps made by amain OS, which may later be used by a service OS to diagnose andremediate issues.

FIG. 9 is a flowchart of an example of login process 900 involvingNon-Volatile Memory (NVM) mailbox 301 according to some embodiments.Particularly, method 900 shows a login process and how NVRAM mailbox 301may be used to automate customer to access a service OS and a serviceportal. At block 901, method 900 launches an alternate or service OS. Atblock 902, method 900 determines whether there is a main OS usercredential hash stored in NVM mailbox 301. The main OS is responsiblefor generating and storing the user credential hash when user initiallycreates a user account/password, and when the password is updated.

If there is not a main OS user credential stored in NVM mailbox 301,then block 906 auto-logins to the service OS as “guest,” and block 907manually logs into the alternate or service OS with user credentials.Conversely, if there is a main OS user credential stored in NVM mailbox301, block 903 initiates a user login to the alternate or service OSusing the main OS user credentials. If block 904 determines that thelogin check has been successful, block 905 logs into the alternate orservice OS automatically using the mailbox access service. Otherwise,control again passes to block 906.

It should be understood that various operations described herein may beimplemented in software executed by logic or processing circuitry,hardware, or a combination thereof. The order in which each operation ofa given method is performed may be changed, and various operations maybe added, reordered, combined, omitted, modified, etc. It is intendedthat the invention(s) described herein embrace all such modificationsand changes and, accordingly, the above description should be regardedin an illustrative rather than a restrictive sense.

Although the invention(s) is/are described herein with reference tospecific embodiments, various modifications and changes can be madewithout departing from the scope of the present invention(s), as setforth in the claims below. Accordingly, the specification and figuresare to be regarded in an illustrative rather than a restrictive sense,and all such modifications are intended to be included within the scopeof the present invention(s). Any benefits, advantages, or solutions toproblems that are described herein with regard to specific embodimentsare not intended to be construed as a critical, required, or essentialfeature or element of any or all the claims.

Unless stated otherwise, terms such as “first” and “second” are used toarbitrarily distinguish between the elements such terms describe. Thus,these terms are not necessarily intended to indicate temporal or otherprioritization of such elements. The terms “coupled” or “operablycoupled” are defined as connected, although not necessarily directly,and not necessarily mechanically. The terms “a” and “an” are defined asone or more unless stated otherwise. The terms “comprise” (and any formof comprise, such as “comprises” and “comprising”), “have” (and any formof have, such as “has” and “having”), “include” (and any form ofinclude, such as “includes” and “including”) and “contain” (and any formof contain, such as “contains” and “containing”) are open-ended linkingverbs. As a result, a system, device, or apparatus that “comprises,”“has,” “includes” or “contains” one or more elements possesses those oneor more elements but is not limited to possessing only those one or moreelements. Similarly, a method or process that “comprises,” “has,”“includes” or “contains” one or more operations possesses those one ormore operations but is not limited to possessing only those one or moreoperations.

The invention claimed is:
 1. An Information Handling System (IHS),comprising: a processor; and a memory coupled to the processor, thememory having program instructions stored thereon that, upon executionby the processor, cause the IHS to: execute a Power-On Self Test (POST)routine; in response to a determination that the POST routine hasfailed, execute a firmware-based diagnostics routine; in response to adetermination that the firmware-based diagnostics routine has failed,execute, via a service Operating System (OS), a service OS-baseddiagnostics routine configured to identify whether the firmware-baseddiagnostics failure is due to a hardware or software fault; and inresponse to the service OS-based diagnostics routine identifying ahardware fault, or in response to the service OS-based diagnosticsroutine failing to remediate a software fault, obtain a user's accountinformation and report the hardware fault or the software remediationfailure to a technical support service.
 2. The IHS of claim 1, whereinthe program instructions, upon execution by the processor, further causethe IHS to provide a failure code resulting from the POST routinefailure to the firmware-based diagnostic routine.
 3. The IHS of claim 1,wherein the program instructions, upon execution by the processor,further cause the IHS to store results of the POST routine in aNon-Volatile Memory (NVM).
 4. The IHS of claim 3, wherein thefirmware-based diagnostics routine is configured to access the resultsof the POST routine stored in the NVM using a mailbox access service. 5.The IHS of claim 4, wherein the mailbox access service is provided via aBasic I/O System (BIOS)/Unified Extensible Firmware Interface (UEFI)module.
 6. The IHS of claim 5, wherein the firmware-based diagnosticsroutine is configured to use the results of the POST routine stored inthe NVM to reduce a number of diagnostic operations that would otherwisebe performed during the firmware-based diagnostics routine.
 7. The IHSof claim 6, wherein the program instructions, upon execution by theprocessor, further cause the IHS to store results of the firmware-baseddiagnostics routine in the NVM.
 8. The IHS of claim 7, wherein theservice OS-based diagnostics routine is configured to access the resultsof the firmware-based diagnostics routine stored in the NVM using themailbox access service provided via the BIOS/UEFI module.
 9. The IHS ofclaim 8, wherein the service OS-based diagnostics routine is configuredto use the results of the firmware-based diagnostics routine stored inthe NVM to reduce a number of diagnostic operations that would otherwisebe performed during the service OS-based diagnostics routine.
 10. TheIHS of claim 9, wherein the program instructions, upon execution by theprocessor, further cause the IHS to store results of the serviceOS-based diagnostics routine in the NVM.
 11. The IHS of claim 10,wherein the program instructions, upon execution by the processor,further cause the IHS to obtain the user's account information from theNVM.
 12. The IHS of claim 11, wherein the user's account information isobtained using a combination of a main OS user credential hash and aservice token stored by a mailbox access service provided via theBIOS/UEFI module.
 13. A computer-implemented method, comprising:executing a Power-On Self Test (POST) routine; in response to adetermination that the POST routine has failed, executing afirmware-based diagnostics routine; in response to a determination thatthe firmware-based diagnostics routine has failed, executing, via aservice Operating System (OS), a service OS-based diagnostics routineconfigured to identify whether the firmware-based diagnostics failure isdue to a hardware or software fault; and in response to the serviceOS-based diagnostics routine identifying a hardware fault, or inresponse to the service OS-based diagnostics routine failing toremediate a software fault, obtaining a user's account information andreport the hardware fault or the software remediation failure to atechnical support service.
 14. The computer-implemented method of claim13, further comprising storing results of the POST routine in aNon-Volatile Memory (NVM), wherein the firmware-based diagnosticsroutine is configured to access the results of the POST routine storedin the NVM using a mailbox access service provided by via a Basic I/OSystem (BIOS)/Unified Extensible Firmware Interface (UEFI) module, andwherein the firmware-based diagnostics routine is configured to use theresults of the POST routine stored in the NVM to reduce a number ofdiagnostic operations that would otherwise be performed during thefirmware-based diagnostics routine.
 15. The computer-implemented methodof claim 14, further comprising storing results of the firmware-baseddiagnostics routine in the NVM, wherein the service OS-based diagnosticsroutine is configured to access the results of the firmware-baseddiagnostics routine stored in the NVM using the mailbox access serviceprovided by via the BIOS/UEFI module, and wherein the service OS-baseddiagnostics routine is configured to use the results of thefirmware-based diagnostics routine stored in the NVM to reduce a numberof diagnostic operations that would otherwise be performed during theservice OS-based diagnostics routine.
 16. The computer-implementedmethod of claim 15, further comprising obtaining the user's accountinformation from the NVM using the mailbox access service provided viathe BIOS/UEFI module.
 17. A hardware memory device having programinstructions stored thereon that, upon execution by an InformationHandling System (IHS), cause the IHS to: execute a Power-On Self Test(POST) routine; in response to a determination that the POST routine hasfailed, execute a firmware-based diagnostics routine; in response to adetermination that the firmware-based diagnostics routine has failed,execute, via a service Operating System (OS), a service OS-baseddiagnostics routine configured to identify whether the firmware-baseddiagnostics failure is due to a hardware or software fault; and inresponse to the service OS-based diagnostics routine identifying ahardware fault, or in response to the service OS-based diagnosticsroutine failing to remediate a software fault, obtain a user's accountinformation and report the hardware fault or the software remediationfailure to a technical support service.
 18. The hardware memory deviceof claim 17, wherein the program instructions, upon execution by theIHS, further cause the IHS to store results of the POST routine in aNon-Volatile Memory (NVM), wherein the firmware-based diagnosticsroutine is configured to access the results of the POST routine storedin the NVM using a mailbox access service provided by via a Basic I/OSystem (BIOS)/Unified Extensible Firmware Interface (UEFI) module, andwherein the firmware-based diagnostics routine is configured to use theresults of the POST routine stored in the NVM to reduce a number ofdiagnostic operations that would otherwise be performed during thefirmware-based diagnostics routine.
 19. The hardware memory device ofclaim 18, wherein the program instructions, upon execution by the IHS,further cause the IHS to store results of the firmware-based diagnosticsroutine in the NVM, wherein the service OS-based diagnostics routine isconfigured to access the results of the firmware-based diagnosticsroutine stored in the NVM using the mailbox access service provided byvia the BIOS/UEFI module, and wherein the service OS-based diagnosticsroutine is configured to use the results of the firmware-baseddiagnostics routine stored in the NVM to reduce a number of diagnosticoperations that would otherwise be performed during the service OS-baseddiagnostics routine.
 20. The hardware memory device of claim 19, whereinthe program instructions, upon execution by the IHS, further cause theIHS to obtain the user's account information from the NVM using themailbox access service provided via the BIOS/UEFI module.